Customer Support Specialist – Shop Boss
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Job Description
Technical Support Representative supporting Vehlo’s auto repair shop software customers. Troubleshooting application, configuration, and workflow issues across phone, email, chat, and screen sharing.
Responsibilities:
- Provide frontline technical support via phone, email, chat, and screen-sharing tools
- Diagnose and resolve application, configuration, and workflow issues promptly and professionally
- Gather accurate issue details, reproduce problems where possible, and document clear case notes
- Escalate complex or recurring issues to Product, Engineering, and Customer Success with defined steps, impact, and customer context
- Educate users on best practices
- Identify product gaps and trends
- Contribute to continuous improvement of documentation and support processes
Requirements:
- 1–2 years of experience in a technical support, customer support, or helpdesk role within a SaaS, software, or technology-enabled environment
- Strong problem-solving and troubleshooting skills, including methodical investigation and root-cause identification
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
- Experience with ticketing systems and support tools such as Zendesk, Jira, Salesforce, or similar platforms
- Ability to manage multiple cases simultaneously, prioritize effectively, and meet response-time and resolution expectations in a fast-paced environment
- Preferred: Experience supporting automotive software, POS, or shop management systems
- Preferred: Familiarity with web-based applications, APIs, integrations, or data workflows
- Preferred: Experience using screen-sharing and remote support tools
- Preferred: Exposure to SQL, reporting tools, log analysis, or other technical diagnostic tools
- Preferred: Experience in a metrics-driven support organization, including familiarity with CSAT, SLA, First Contact Resolution, or backlog management
Benefits:
- Comprehensive benefits package
- Opportunities for impact, growth, recognition, and rewards
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